At the Gearshack we'll deal fairly with your returns or refunds. You'll be dealing with Harriet or Steve.
The biggest issue with replacements is usually time. Please don't expect your replacement immediately; it is often difficult to do this unless the issue is very clear cut and we have more of the same item in stock.
If you have a complaint or problem, in the first instance call us on
01273 487153 or email on
info@gearshack.co.uk We will discuss the issue with you and see what the problem is.
In general, if there is a manufacturing defect then manufacturers will replace the item without any problems and immediately. We will of course do this for you and cover all postage costs. The responsibility is ours. Please bear in mind that sometimes the manufacturers or suppliers may have run out of the item, so if we don't have any left in stock there may be a delay until the next delivery. In this event you'd have the choice to have a full refund.
If you have chosen the wrong size for an item but we have supplied what you asked for, then we'll replace it happily but postage costs will be your responsibility. Conversely of course, if it's our mistake we'll pay the postage.
If the item was a special, sample, one-off or discontinued item then we won't be able to replace it so we'd refund instead.
If you have changed your mind or just don't like an item, we have no responsibility to replace it or take it back. We will however do so if you cover all postage and delivery charges.
Your rights for replacements are much longer than you think. Items in general have to be dealt with by the retailer for some considerable time (6 years). However, with safety equipment there are usage issues which make the matter more complicated (for example, have you fallen on a rope? How do we know that?) This type of issue is also covered by the legislation, and we wouold discuss every case with you.
We are happy to deal with items purchased from us at any stage.